Customer Success Manager

About the role

Brazil is one of the most exciting markets in Wise Platform's global portfolio. We've built partnerships with leading Brazilian financial institutions - including one of the world's largest neobanks - and we're just getting started. As a Customer Success Manager, you will own the operational success of a portfolio of Brazilian banking and fintech partners - ensuring they get maximum value from Wise's payment infrastructure, stay operationally healthy, and are set up to grow. You'll work hand-in-hand with the Account Management team and Wise's internal teams - Product, Cards API, Compliance, Engineering, Legal, and Servicing - to drive performance, unblock growth, and deliver meaningful improvements to the metrics that matter most. This is a mid-level, partner-facing, operational role. You'll need to be curious, structured, data-driven, and genuinely energized by working in one of the most complex and fast-moving payment markets in the world. This role will give you the opportunity to: Own operational relationships with a portfolio of Brazil-based banking and fintech partners - serving as their key operational contact for escalations, improvement initiatives, and day-to-day queries, across both Cards API/MCA and remittance product models Drive partner retention and performance by working with Account Managers to improve success rates, reduce defect/contact/RFI rates, improve card authorization rates, and improve overall operational scalability Build and execute operational account plans with partners - tracking health metrics, identifying areas of friction, and leading cross-functional initiatives to resolve them Lead quarterly business reviews (QBRs) with partner stakeholders, presenting operational performance data and leading discussions on priorities and roadmap alignment Lead incident response - coordinating between partners and internal Wise teams during service disruptions and keeping partners informed throughout Navigate Brazil's regulatory landscape - understanding and managing partner-specific compliance requirements including Financial Capacity (AML/CPF), PEP handling, BACEN obligations, RFI flows, and IOF dynamics Advocate for your partners internally - feeding insights to product and tech teams, influencing the roadmap, and ensuring partner needs are represented Develop trusted relationships with operational and technical stakeholders at partner organizations, aligned on goals and built on reliability and transparency Use data to drive improvements - building analyses, identifying patterns, and presenting findings in business reviews and internal prioritization discussions

Requirements

• At least 3-5 years of experience in customer success, account management, or operational roles, ideally supporting partners/clients in payments, fintech, or financial services
• Experience managing B2B operational relationships with external partners or enterprise clients
• Data-driven mindset - comfortable working with operational data, identifying trends, and using insights to drive decisions
• Project management skills - able to lead improvement initiatives end-to-end, engaging cross-functional teams and holding stakeholders accountable
• Technical fluency - you understand APIs, webhooks, and integrations at a conceptual level; you don't need to code, but you're comfortable discussing technical topics with partners and engineers
• Strong communicator - able to explain complex operational or technical topics clearly, in both Portuguese and English
• Autonomous and proactive - you take ownership, act without being told, and thrive in environments where you have to build your own structure
• Great to have:
• Have experience with Brazil's payment ecosystem and/or are familiar with regulatory frameworks (AML, KYC, BACEN regulations) affecting financial services in Brazil
• Have worked with Tier 1 or Tier 2 banks or large fintechs in Brazil or LatAm

Additional Information

Company Description Wise is a global technology company, building the best way to move and manage the world's money. Min fees. Max ease. Full speed. Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money. As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere. More about our mission and what we offer . Job Description About Wise Platform: Wise Platform allows banks, fintechs, and enterprises to embed Wise's international payments infrastructure directly into their own products. Our technology powers partners globally - including some of the largest banks and fintechs in Brazil - enabling them to offer fast, transparent, and low-cost cross-border payments and global accounts to their customers.

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